SUMMARY:

• Domestic and international experience with a focus in Information Technology (IT) and Healthcare industries.
• Well - rounded and experienced problem solver, analytical thinker, with a special focus on turning around troubled projects and introducing innovative products to new and established markets.
• Experience leading large teams, vendor selection, processes, methodical & detail oriented with a “Can Do” attitude.
• Successfully led implementations with medical device integration and Identity and Access Management (IAM), and Single Sign-On (SSO) in healthcare industry.
• Responsibilities also include creating, planning, facilitating, and integrating strategic directions and technical support lead.
• Integral part of company expansion and designed and built the technical support system for a sizeable and thriving healthcare software organization.
• Extensive knowledge and proficiency with Windows based servers and applications.
• 10 years of experience with medical device connectivity and integration, implementation and Project Management for a variety of clinical applications .
• Extensive knowledge of Confidential standards and Confidential interface engines such as Corepoint, eLink, eGate and others. Possess a deep knowledge of IT systems and best practices.
• Expert knowledge of Microsoft operating systems (Windows Server 2008 and 2012), VMware and Citrix environments. SQL, Salesforce and other systems.
• Experience with SDLC, V&V processes and process improvement. Extensive experience working directly with customer resources including IT staff, clinical staff and C-Level management. Long-time proponent of modernizing the medical world into the digital world. Successful completion of over 200 customer implementations.
• Driven to deliver exceptional service and support to both external and internal customers that exceeds expectations at all times, with the highest degree of professionalism and integrity.
• Adept in cultivating strong business partner relationships at all organizational levels.
• 25 years of Information Technology expertise
• 15 years in healthcare interoperability, including current and emerging standards and medical device integration.
• 10 years in management roles.
• 200+ Successful customer implementations of Confidential software/hardware from project planning through to go-live.
• Demonstrated ability to lead and participate in cross-functional and dedicated team structures
• Practiced expertise in leading teams to designing, developing, and implementing integration projects with co-located and remote team stakeholders (team sizes from 5 to 15 people and budgets from $500K to $10 million)
• Developed and Manage Technical Support team supporting 4000+ customers worldwide.
• Specialized in managing complex emerging technology and new product integration projects
• Strong knowledge of healthcare interoperability, including current and emerging standards
• Experienced presenter to C-Suite, mid-level management, doctors, nurses, and IT specialists

TECHNICAL:

PM Tools: MS Project Plan, MS Office, SharePoint, Target Process (Agile/SCRUM), Agile-Enterprise Delivery using Jira/Confluence 5.x, OnFocus Confidential Reporting.

Healthcare: HIPAA/HITECH, Confidential, HIE, Confidential, CCOW, Cloverleaf, Corepoint, SSO

System Administration: Active Directory, TCP/IP, FTP, PCAnywhere, Firewall, VPN/RAS, Cabling, Exchange, MySQL)

Operating Systems: Windows Server 2003, 2008, 2012, Red Hat Linux, Unix, MS DOS, MAC, Windows Server 2003, 2008, 2012, SQL Server, Citrix, MS SharePoint 2003/2007/2010 , Novell.

Software: Confidential Datacaptor/Smartlinx, Confidential, MS Office, Sales Force Support Cloud, VMware, MS Visio, MS Project, Provider and Health Plan System (HPS) Solutions ( Confidential, Cerner, AllScripts, Siemens, Confidential, Meditech, eClinicalWorks, Softmed, Philips IBE Healthcare), Healthcare Analytics, Healthcare Performance Management, Gaps in Care, Disease Registry, P4P, Symmetry ETG / ERG / EBM

PROFESSIONAL EXPERIENCE:

Confidential, Andover, MA

Manager, Technical Support

Responsibilities:

• Developed and Manage technical support staff for customer base of 4000+ supporting Confidential hardware and software.
• Successfully built technical support teams and developed methodologies and practices and process improvement in order to achieve customer success and satisfaction.
• Interface with Level 2, R&D, Product Development and Professional Services resources to provide timely and effective technical support to customer base and improve customer satisfaction. Work directly with customers to provide information, acquire diagnostic data and deliver solutions.
• Escalation point for critical customer issue diagnosis and resolution.
• Direct and assist reseller partners for product support issues.
• Provide assistance to V&V efforts for new products as needed.
• Successfully reduced numbers of ongoing open cases from an average of 150 to 35 - 40 via development and implementation of support procedures and best practices. Reduced the resolution of new cases to less than 5 days for over 80% of cases.
• Develop technical documents for internal and customer use, internal and customer testing/validation procedures. Created and maintain knowledgebase for internal use.
• Provide sales support to sales team at customer site visits as needed for technical aspects of products.

Senior Implementation Services Consultant

Confidential

Responsibilities:

• Provided pre and post-sales technical services to prospects and customers for Confidential ’s proprietary medical device connectivity/integration software/hardware solution. Interface with customer resources as well as other vendors from project kickoff to project go-live. Provided go-live technical support and training for customers. Provide post go-live support, training and guidance for customers.
• Partnered with Sales and Project Management resources to drive customer installations in order to expedite revenue recognition for each project.
• Interfaced with customer resources including IT, Biomed, Clinical Staff and C-Level/Senior Management to provide effective, efficient and successful implementations as well as timely solutions to technical challenges.
• Served as Team Lead and Project Manager for large installations and upgrade efforts. Successfully implemented over two hundred customer installs from initial planning through go-live.
• Provided expertise for internal R&D, Product Development, V&V and senior management resources for solutions to existing software/hardware and for future development.
• Provided technical knowledge and guidance to prospective customers and for existing customers looking to expand the use of the products. Technical representative for trade shows to aide internal sales staff and prospects via product demo and technical information.

Information Technology Manager

Confidential

Responsibilities:

• Built the IT infrastructure including servers, Active Directory, peripherals, phone system for newly built US headquarters.
• Interfaced with vendors on product selection, installation and maintenance.
• Aligned with IT resources in International headquarters for VPN connectivity and other systems.
• Provided IT support to end users for PC, peripherals, VPN connectivity, phone systems and other items.
• Provided guidance to leadership on IT functions as they related to supporting business goals.

Implementation Specialist

Confidential, Andover, MA

Responsibilities:

• Delivered Confidential software applications to small, medium and large medical groups at both the practice and hospital level with implementations managed to completion.
• Facilitate delivery of Confidential, Cerner, Confidential Healthcare, Allscripts Confidential software integrations to end-user during training phase, ensuring end-user meets established timeline benchmarks for go-live.
• Provide product and clinical assistance and support to end user clinicians (nurses, physicians, ancillary staff) on site and remotely during training and go-live phase, including documenting clinical visits, Rx, Stage 1 Meaningful Use requirements and attestation, preparing practice for Stage 2 Meaningful Use requirements, mobile solution add-ons.
• Provide post go-live training to address outstanding issues as well as support ticket tracking on JIRA.
• Assist customer in all aspects of deploying Confidential solution in a production environment, including coordinating with 3rd party vendors for required go-live components.
• Hands-on with QA staff to verify product quality, test new releases, and develop new training materials.
• Work along with Product Management and core development team on product usability and customer requested features.

Information Technology Director

Confidential, Manchester, NH

Responsibilities:

• Managed all areas of IT systems for the organization.
• Developed and implemented IT budget and strategic plans.
• Maintained and supported Novell, SCO UNIX, Citrix and Windows 2000/2003 based networks.
• Developed and maintained IT Security systems and policy and disaster/recovery system
• Management of IT Staff, interfaced with department heads and Executive Management on all issues and planning related to technology and data needs, budgeting and department growth. Planned and implemented appropriate and cost effective solutions.
• Configured and maintained Identity and Access Management system.
• Provided application installation, configuration, analysis and end-user support for Confidential Centricity Confidential and Confidential Centricity Physician Office (formerly Millbrook) including encounter form development, formulary development, Confidential interfaces, LinkLogic configuration, report writing, locations of care for 1000+ users and much more. Interfaced with MD, Mid-level, ancillary nursing and other clinical staff to develop and improve the Confidential system. Developed and successfully implemented plan to convert the health center into a totally paperless totally electronic operation via Confidential Centricity Confidential, increasing provider productivity by 25%.
• Developed policies and procedures, compliance reports and other documentation regarding IT systems and services for the company and outside entities including State and Federal agencies, health care agencies such as Bi-State Primary Care Assoc., Joint Commission for Health Care and for issues such as HIPAA compliance.

Information Systems Coordinator

Confidential, Nashua, NH

Responsibilities:

• Administered and maintained computer network and phone systems for busy office environment.
• Configured and maintained all end user equipment.
• Developed and maintained IT Security policies and procedures.
• Performed all installations and upgrades of hardware, software and peripherals.
• Provided technical support and training to network users concerning their access to resources on network and the operation of PC hardware, software and peripherals.
• Developed and maintained disaster/recovery system.
• Generated data and reports for state and federal compliance issues and for other statistical purposes.
• Provided insight and guidance to leadership on leveraging IT for the common good of the business.
• Created user manuals and protocols for network usage, email, voice mail and software.

Director Computer Training Program

Confidential, Nashua, NH

Responsibilities:

• Managed a computer training center for southern New Hampshire.
• Developed computer training curriculum per specifications of contract with the Confidential .
• Provided computer hardware and application training to students having a wide range of disabilities.
• Provided job skills training to student population (resume creation, interview skills, interpersonal skills).
• Represented students to prospective employers.
• Provided job training assistance to supplement employer training for successful employment of students.
• Placed over 100 students in jobs in the community effectively transitioning students from disability recipients to employed.
• IT resource for office staff providing technical support and training to end users on computer equipment and phone system.